Every day, people, businesses and public services rely on Virgin Media to stay connected. But in times like these, it’s even more critical for us to keep things running smoothly – and we’re working hard to do that.
Find out what we’re doing to help keep our people and customers safe, and protect our network.
The health and wellbeing of our people and customers is always our top priority, so we’re following Government and medical advice to put safety first while making sure we can still help our customers and connect new households to our services. With this in mind, we’ve put extra safety measures and checks in place.
Here's what we’re doing to protect you and our staff:
We’re doing all we can to keep our staff and our customers safe. Find out how below:
We’re doing all we can to help our customers if they find it difficult to pay their Virgin Media bill during this time. We continue to speak to individual customers to offer support where it’s needed when they need to make a payment.
We’ve made sure that visits to any NHS websites don’t use any of our customers’ mobile data.
We know how important our network is to everybody right now. We want to reassure you that we’re working as hard as we can to keep it in great shape, and keep you connected.
As more people may be working from home at the moment, it’s important to know our network can withstand any increased usage, including peaks throughout the day, in the evenings and at weekends. As usage rises, our existing capacity will be able to take it – but we’ll have a close eye on things and make changes if we need to.
We’re set up for our staff (and customers!) to work from home. We’ve done a full impact assessment, including continuity planning, so we can keep managing and operating our network.
If a technician needs to enter your home, please make sure you do the following:
Read our help guides for more information on installing virgin media products or booking engineer appointments
Want to learn more about Virgin Media’s Covid response and what we’re doing to keep you connected. Check out our FAQs below:
Having problems with your Virgin Media broadband, TV, phone or mobile service? You can run a test online via our Service status page. Run tests on your services and kit, and check for network outages in your area. If you need to, you can book an engineer appointment too.
No one wants a slow connection disrupting a video call or getting in the way of you watching your favourite show. If your broadband is being a little slow, check out our help article. It’s packed with loads of hints and tips to help speed things up.
You can also test your broadband speed and get step by step help using our speed checker.
We know that while you’re working from home, having a stable and reliable connection is so important.
First, head over to our Service status page to make sure everything’s running smoothly in your home and area. Here you can test your kit and check for outages in your area.
Can’t find what you’re looking for? Contact us.
Many companies use a Virtual Private Network (VPN) to provide employees with a secure and encrypted connection to work safely from home.
While VPNs provide additional protections, they can impact your broadband speed. This is because all your internet traffic must go through your employer's network and servers. During peak office hours, and with more people working remotely, it may take longer for the data to pass through.
If you're experiencing slower speeds, disconnecting and reconnecting to your VPN can help.
When running a speed test make sure you turn off your VPN to see if you are experiencing slower speeds.
We've also got some handy tips to help improve your household's broadband speed. find out how to improve WiFi signal and speed.
Our offices remain open. As key workers, it’s important that we’re still here to help our customers during this difficult time. However, as with many other businesses, we’ve seen a reduction in our staffing levels, so you might experience a longer wait time than usual.
Before calling us, we’d encourage you to visit our website for help and guidance.
Normally, we ask you to return your kit. That’s because while you're with us, you rent your kit, rather than own it. But as the government advice is to stay home, we don’t want to ask customers to venture outside to post kit back to us.
We’ll drop you a line at a later date to organise the return through CollectPlus, or one of our key workers will safely collect it from your doorstep so we can help to keep other people connected.
For now, please keep your kit somewhere safe.
Right now, we’re only installing a maximum of two TV boxes into new customers' home due to Covid restrictions. That means we'll be able to install the main box that comes with your bundle, as well as one extra box for another room if you’ve requested it.
If you're having another service installed, then we'll also be able to install an extra TV box for you. Unfortunately, we can't install extra TV boxes on their own at the moment.
We've not taken this decision lightly and are balancing the need to protect our people and customers with the need to keep you connected. We appreciate your understanding.